This product is very disappointing. I’ve come across a couple of things that I think are important to address because they are creating unnecessary confusion for both our patients and our team.
First, I discovered that when a new patient completes the New Patient Form and is then scheduled for a subsequent appointment, the system automatically sends the Existing Patient Update Form. It does not recognize that the patient has already completed the New Patient Form. This means a patient who just completed all of their forms can receive another request to complete forms again at their next appointment.
This is very confusing to patients and has generated unnecessary calls to the front desk. From what I am learning from support, there is no way to fix that, which I think is a poorly designed feature.
The other issue is with operatories that are set up not to send appointment reminders. I found that the forms are still automatically triggered for patients scheduled in those operatories, and the message tells them they have an upcoming appointment. If an operatory is intentionally excluded from automated appointment communications, I would expect the forms to follow that same setting. And I've learned there is no solution for that either, no way to turn it off in that operatory.
At this point, I’m finding that because of the limitations listed above, the automatic form update must actually be turned off. And when turned off, the feature isn’t really reducing steps for our workflow. If we turn off the automatic sending and use On-Demand instead, we have to go into the Family File, locate the new family, locate the patient, and manually send the form. That actually adds steps rather than eliminating them.
Also, if you turn the automated feature off for "Existing Patient Forms", the Kiosk QR codes doesn't work for existing patients.
I wanted to bring these things to your attention because they seem like important workflow limitations. If these are known limitations, I think it would be helpful for offices to understand them before implementing the forms so they can plan their workflow accordingly.
I personally think that patient forms feature needs to be fixed and operate the way an office needs. This really isn't helping.
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